Agreements in ServiceNow (Utah)

[Diane22]

I have been given a task and not sure where to find the documentation to ensure i'm successful.  I tried to find training material focused on agreements, but was not successful.  I need to ensure that every workflow has a defined SLA to provide our customers.  Since some of these have more than one task, (different team and expected duration to deliver one "thing") to be accurate, I would need to also defined the OLA's at the task level, and have the overall SLA (to my customer) calculated based on whether the tasks are concurrent or sequential (or a combination of).

Where I get confused is that it was stated (by a colleague) that ServiceNow does not have SLA's at the task level.  So basically, I translated to:  I cannot define OLA's in ServiceNow.  I'm finding am nowhere close to where i need to be.  I am under the assumption that with the ability the customer has to have several RITM's in their cart, each RITM would sustain it's own SLA.  But ... if I don't have OLA's, then i'm not sure how to proceed and be accurate.

could someone point me to some solid training material on the agreements, or confirm that a "tiered" SLA (for lack of a better word) is configurable?

I have a number of questions on reporting as well (no point setting these up if they are unmanaged), but if i get some good training links, then I am confortable in assuming (yikes) there will be a reporting component as well 🙂

thank you for you assistance,

[AndersBGS]

Hi @Diane22 ,

So first of all, OLA, SLA or contract or underpinning contract documentation can be found here: https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/service-level-manage... If you want to take training through NowLearning, then you need to look at IT Service Management (ITSM). This off course hold a lot more than you need. 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Dr Atul G- LNG · Accepted solution]

Hi @Diane22 

Here is my video:

https://youtu.be/l-Tb-rJVru4

https://youtu.be/laNW-2yuWEE